Propositions & Lifecycle Lead

Buscojobs; Greater London; On-site; GBP 40,000 - 80,000

Job description

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Propositions & Lifecycle Lead

Department : Business Proposition and Marketing Cluster

Division : Australia Retail

Location : Melbourne

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

The Proposition & Customer Lifecycle Management Lead is responsible for the development and continuous enhancement of our home loan customer propositions to ensure our offerings remain competitive and market leading. This role is also responsible for defining and executing the strategy to engage home loan customers throughout their entire home loan journey. From onboarding to living with their loan, to paying it off & onto their next need, the CLM & Proposition Manager's role will focus on creating a customer centric, cohesive and personalised experience across all touchpoints. Timely, tailored messages delivered through the most effective channels at the right time to help guide, support and deepen our relationship with our customers.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type : 12 Months Fixed Term

Role Location : Melbourne

Work Hours : Full Time

What will your day look like?

1. Shape and execute the Home Loans lifecycle management approach, working with Everyday Banking and other businesses to build a genuine customer lifecycle experience (from saving for a home, to origination to ongoing servicing and eventually to paying out their loan / selling their house).
2. Develop, shape and enable execution of end-to-end Home Loans customer propositions and go-to-market plans in collaboration with Data, Marketing and the origination channels. Will work closely with Personalisation to set priorities for personalised Home Loan experiences and to plan, coordinate and deliver structured improvements to the customer experience & how we actively engage with our customers & prospects.
3. The identification, ideation and inception of products and customer propositions, including identifying new opportunities to grow market share (acquisition and retention) through our existing and future offerings.
4. Define and design coherent end-to-end customer engagement experiences (omni-channel) across the customer lifecycle (e.g. from saving to borrowing to deepening relationships and surprise and delight rewarding experiences), to drive NPS, MFI and Revenue.
5. Design, implement and manage a loyalty strategy that rewards customers for their tenure with ANZ Home Loans and considers their whole lifecycle as an ANZ customer. Continue to look for data-led opportunities to identify customer attrition behaviours and triggers and drive execution to address.
6. Drive significant uplift to our customer behavioural analytics across all channels to engagement lifecycle of a Home Loans customer (i.e. helping them save, helping them buy, helping them own, helping them pay off and / or downsize).
7. Work with the Everyday Banking, Marketing to design and execute on uplifted engagement communications across the customer lifecycle.
8. Ownership of Home Loans externally facing customer content i.e. ANZ.com, the ANZ app, Internet Banking and personalised marketing collateral.
9. Look externally for opportunities to adopt best practice customer engagement experiences from the external environment (other industries, international markets).

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

1. Demonstrable experience designing and delivering customer propositions in a Home Loans business.
2. Demonstrable experience in designing and executing on omni-channel customer journeys.
3. Proven ability to execute compelling tactical campaigns to drive to defined business objectives.
4. Proven understanding of the end-to-end customer home buying journey.
5. Extensive experience in governing customer and banker change across a value chain.
6. Proven history as a customer champion, who puts customers at the centre of all journeys.

You’re not expected to have 100% of these skills. At ANZ, a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit careers. You can apply for this role by visiting ANZ Careers and searching for reference number 88240.